At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Job Summary

The Service Desk Analyst is the first point of contact for customers contacting CDW’s Service Desk, playing a vital role in delivering a high-quality, professional support experience. Responsible for accurately logging, resolving, or escalating incidents and requests, this role ensures all interactions are managed in accordance with company processes, contractual SLAs/OLAs, and service expectations. By representing CDW’s values, this role supports our mission to provide exceptional service to customers and strengthen our Managed Services offering

What you will do

• Proactively keeping Customers informed, via telephone and/or email, on incident or request status and progress.
• Updating incidents and managing them through our system, within the SLA (service level agreement).
• Escalating tickets to the relevant teams as and when necessary.
• Adhering to Major Incident Management procedures.
• Adapting and keeping up to date with processes and procedures.
•  Proactively maintain and develop customer and technical knowledge.
• Identify and escalate potential service issues, or opportunities for improvement.
• Help new starters feel welcome to the team, by sharing knowledge and experience.
• Comply with CDW’s policies relating to Information Security and Data protection.
• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
• Treat the security of all information assets according to their designated information security classification
• Adhere to the procedure for reporting any security weakness or event
• Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data

Please note that the above responsibilities are indicative, not exhaustive. You may be called upon to perform other duties as reasonably required in response to changes in your role or organisational priorities.

What we expect of you

Language: Fluent in German

Required Experience:

• Good working knowledge of Microsoft Office (Word, Excel, Outlook)
• Previous customer service experience (preferred)
• Strong interpersonal and communication skills
• Ability to work collaboratively in a team

Desirable Experience:

• Prior experience in a Service Desk or IT support environment

Required Qualifications:

• Must be able to gain BPSS and SC clearance  

Key Skills:

• Active listening and effective communication
• Troubleshooting and logical thinking
• Time management and multitasking
• Empathy, patience, and adaptability

Success Measures:

Success in the Service Desk Analyst role is defined by consistently delivering outstanding customer service, as evidenced by high satisfaction levels and positive client feedback. The analyst is expected to efficiently and accurately handle support tickets, ensuring timely resolution within established service level agreements. Effective management of incidents, including proper escalation when necessary, and strict adherence to organizational protocols are essential. Demonstrating ongoing development in both technical knowledge and customer service skills is key, as is actively contributing to a collaborative team environment through knowledge sharing and support. Ultimately, success is measured by the analyst’s ability to uphold company values, meet team performance metrics, and strengthen the overall service offering by providing a professional and reliable point of contact for all customer inquiries.

We make technology work so people can do great things.     

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.      

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.